Director, Business Process Services
at Maximus Services, LLC

Job Description

Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is t o affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Department Summary

In 2011, the Ontario Ministry of Health and Long-Term Care (MOHLTC) selected Maximus to manage Administrative Services for the Ontario Drug Benefit (ODB) Program. The ODB Program provides prescription drug benefit coverage for participating clients - including those who are most vulnerable and low income, who would otherwise be unable to afford critical and costly medication. Maximus manages more than 2.6 million ODB client accounts for recipients receiving prescription drug benefits coverage for products and services under the ODB Program.

Role Summary

As the Director, Business Process Services, you will provide strategic and operational leadership to serve our employee, client and customer needs, in balance with achieving Maximus' business goals. This balance is achieved by collaborating with the National Vice President, Business Process Services.

A major focus of this role is to engage employees and internal stakeholders to achieve peak work performance, so that service level requirements are met within the financial forecasts. A major driver is to reduce costs by creating and transforming processes while ensuring that Maximus continues to be an employer of choice.

The Director, Business Process Services is future focused; always looking at the larger business landscape for opportunities while actively planning for the immediate future by creating a business strategy and engaging their teams in the process of setting and achieving goals and objectives.

Your typical week at Maximus

• Ensure client satisfaction and that the contract(s) is delivered according to the requirements
• Set clear expectations, provide performance feedback, and develop direct reports through coaching, performance plans and reviews.
• Find and close new revenue opportunities within the existing client base
• Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and people leadership and development
• Identify and research service level risks for problem resolution and management notification. Oversee escalation plan when service levels are negatively impacted.
• Engagement and supporting contact center culture and reward and recognition initiatives.
• Use specific workforce analytics, with sound and appropriate data inputs, to identify and define forecasting and reporting needs of the business.
• Produce and develop accurate reporting to measure and define key performance indicators (KPIs).
• Work with stakeholders to fulfill reporting requests and gathering of data inputs to support decision making for the business.
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
• Ensure all Company policies and procedures are followed within the site
• Ensure Compliance with all Internal and Client Operational Procedures and Requirements
• Collaborate with business leaders to design solutions that meet evolving company objectives

What you offer us

Knowledge, Skills and Abilities

• Strong negotiation, interpersonal, written and oral communications skills - including statistical report writing
• Deep knowledge of Call Centre platforms, claim management, document processing and case management
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
• Must have availability to work various shifts influenced by current business needs.
• Continuously demonstrate a high sense of urgency
• Possess a high level of Professionalism
• Must have a keen sense of attention to detail, taking the initiative
• Understanding of government rules, regulations, compliance requirements and policies

Education and Experience

• Bachelor's degree in Commerce or Economics or equivalent experience

• Must be able to pass a Criminal Record Check

What we offer you
We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

• Competitive market-based salaries

• Comprehensive employer-paid benefits

• Four weeks of paid vacation

• Group Retirement Savings Plan

• Hybrid and remote work environments in Canada

• Annual paid bonus based on overall company performance

• Employee appreciation events

Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations and gender identities recognizing that this is paramount for the growth and success of our organization.

Salary Range - $115,000.00 - $150,000.00 CDN

Maximus Global Core Values

• Accountability - Accepting responsibility to solve problems and rise to each challenge
• Collaboration - Partnering to instill trust and working as one
• Compassion - Empowering humanity by applying empathy and insight to every interaction
• Customer Focus - Cultivating an authentic desire to help others succeed
• Innovation - Embracing change and championing new ways forward
• Respect - Valuing the work we do, who we do it with, and the people we serve

Under Additional Application Information

We will be accepting applications until 11:59 PM

Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted . (No Agencies, Please)

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.